The Perils and Possibilities of Technology
Having the latest device has never been my thing. For example, when Apple introduces a new iPhone, my heart doesn’t start palpitating. Unlike my techno-savvy friend and CPA, Joan Ross, I don’t really care to know about the latest life-changing advances on a new cell phone. My phone works just fine and the photos it takes are great, too. Or so I thought.
If it’s not broken, don’t fix it
I was resolved not to replace my iPhone 8 until absolutely necessary. Why should I worry my pretty little head about learning how to use a new device? Besides, I had no problem ignoring my friends as they rolled their eyes and snickered about my iPhone having a button.
Then, one day I noticed my phone was not keeping the charge for very long. I secretly admitted to myself that perhaps it was time to trade it in. With some level of anxiety, I headed to my local AT&T store. Given AT&T is where I purchased my original iPhone, plus they normally provide excellent service, going to them did provide a modicum of comfort.
The cost of progress
Within thirty minutes, in addition to making a $1,200 investment, I became the proud owner of an Apple iPhone 14 Pro Max. However, this seemingly straightforward transaction was not without its drawbacks.
A sales team member scores a saleAfter a quick “How can I help you?” greeting, the store manager turned me over to a young sales associate. I later found out that Carmen (a fictitious name) had been on the job for just six months. She seemed pleasant enough and certainly more than eager to help. No doubt, this was a potential commission in the making.
A novice team member scores a sale
A gorgeous mane of jet-black, curly hair framed her pretty, round face, totally devoid of any make-up except for deep crimson lipstick. Carmen was a young, Hispanic beauty, perhaps in her early twenties; you know that age when using any device seems as natural as breathing. She was wearing a turquoise AT&T branded T-shirt and skintight, knee ripped jeans. Her psychedelic-colored Nike sneakers made her look as if she might start dancing salsa at any minute. Carmen was badass cool, as they say, and despite her somewhat reserved demeanor, was ready to rock the sale.
There’s always a reason why
Carmen offered me $350 if I turned in my old phone and signed up for a 36-month installment plan. While I normally pay for things in full, how could I pass up this offer? Subsequently, I learned that this is an AT&T sales tactic so that they can easily upgrade you—and charge you even more money—when the next generation of phone becomes available.
Carmen walked me through the differences between my old phone and the new model, assuring me that the transition would be seamless. I explained my fear of technology. She sweetly told me not to worry and that everything would be fine. Somehow, I felt as if she were speaking to me as she might have addressed her grandmother. But that was fine as I imagined her abuela would have been consumed with the same anxiety as I was.
Unquestionable advantages
I had mentioned earlier to Carmen that I wrote a blog and that taking good photos was essential to my purchasing choice. Picking up on this to help seal the deal, she proceeded to demonstrate the advanced technology in the 14 Pro Max’s camera lenses. Furthermore, “Instead of just one lens,” Carmen explained cheerfully, “Now you’ll have three!” She took a photo with both cameras to prove her point. In fact, she was right. There was a huge difference in the resolution quality. I was smitten and handed over my credit card. Carmen beamed having just completed her sale.
While Carmen started the process of transferring my data to my new phone—which she explained would take 30 minutes—I wandered over to Eataly to buy some pasta. When I returned, she greeted me with a broad, reassuring smile. Carmen asked if I wanted her to delete all my information before turning in my old phone. For obvious security reasons, I answered “definitely.”
A mistake which could have been avoided
That’s where the problem began. Carmen claimed everything had been backed up to the iCloud, then transferred to my new phone. However, what she neglected to do was double check to make sure that all my apps were functioning properly. When I got home and tried scrolling through some recent photos, I discovered nothing was there. All my photos were gone! My euphoria for my sexy new iPhone 14 Pro Max quickly vanished.
At this point, I realized that my old phone had been wiped clean and was probably already shipped to an AT&T warehouse or to wherever old phones go to live out their second lives. Panic set in as I had photos from the past twelve years on my old phone including many treasured images of my late husband and other family and friends. I couldn’t sleep that night agonizing over the monumental loss of so many meaningful photos.
Leave it to the expert
Luckily, I have an amazing IT consultant, Parson Piboon, who knows how to perform miracles. I will save you the excruciating details of how he managed this mostly because I can’t even begin to explain his technical wizardry. However, during the two-hour plus process, Parson discovered that I had been operating with two email addresses and two different AT&T passwords. While there is no excusing Carmen for allowing me to leave the store without first double checking the information transfer, it turned out that I was, inadvertently, the cause of the problem.
It never occurred to me that there would be an issue when I discontinued using my old business email account and started working with a new Gmail one. Clearly, it was a case of not knowing what you didn’t know.
Another tale of woe
I recounted my sad story to LDEI newsletter editor Susan Slack, another friend my age. Apparently, I wasn’t the only one at the mercy of a young salesclerk. As Susan recounted:
The guy who sold me the phone had just gotten one exactly like mine. He was so busy showing me all the things his new phone could do, he didn't have time to help me, so he told me to come back next week if I couldn't figure things out. This was a few days before leaving for Europe for our Edible Cork and London trip. I went back after finding that my phone had mysteriously become bilingual, but he no longer worked for the company. The company wouldn't honor anything he told me, so I am pretty certain he was fired. Was I surprised? NO. Once in a lifetime experience!
While technology can be an incredible assist in our daily lives, it’s not without its challenges. In some cases, the problems begin—as they did in mine—when humans lack the knowledge to properly use it. But there are other instances when technical glitches occur outside of our human control.
It happens to everyone
This is not exclusively an age issue either as technical malfunctions happen to young consumers too. A former colleague of mine, Chandni Patel, who is my junior by more than one generation, recounted her cell phone travesty.
I lost my phone in a cab and went to get a new one - when I went, they said the backup had not been working for 2 years - even though I thought I had been backing it up all this time! So, all my photos were wiped. Luckily, I had backed up my photos on Google instead so those were saved. But I lost a lot of the contacts in my phone – so I received a lot of mystery text messages over the last year and trying to figure out who actually sent me something with no clues since the texts were always ‘Hello, haven't talked in a while, how are you?’ Vague was not the answer!
Tips from a Baby-Boomer
I’ve always admired how comfortable Joan Ross is with all things technical. She understands all the jargon. She programs her smart TV. She navigates every app under the sun and can even set up her own Apple watch! All by herself! Whereas she has no fear of learning how to use a new device—she once explained that she loved the challenge of figuring things out—I am traumatized by the process.
Trying to understand how Joan arrived at this comfort level, I asked her to share with us a few quick tips:
· Keep it simple. Take baby steps. Don’t listen to every friend who wants you to do something her way - or his way.
· Read instructions, if available. If there aren’t any, go to You Tube. If you don’t understand one video, try another. Eventually, you will land on one which will be helpful.
· If you get stuck, walk away, take a deep breath, have a glass of wine, and attack the problem from a different perspective.
· If you can’t work your remote, don’t start punching every button on the device in frustration thinking that you’ll randomly solve the problem. You won’t. You’ll just make it worse. Again, keep it simple.
· Remember to make Google your friend. You can use it to research just about anything.
Give in to it!
As challenging as it may be for those of us “of a certain age” to feel at ease with technology, there is no denying that the world is interconnected through it. Learning how to maneuver comfortably within today’s techno landscape—between computers, cell phones, tablets and particularly now, also social media—has become a reality of life. (Please understand that I am self-lecturing here.) We cannot allow ourselves to be left behind in this digital world. We need to learn how to use technology if we want to enjoy a full life. If not, we risk dramatically reducing our universe.
Could one safely say then that the possibilities of technology far outweigh the perils? I’m starting to think so. What about you?